trying to add one of our business accounts to a surface pro and don't have access to the authenticator for it

Question

I am trying to install one of our business accounts,[Moderator note: personal info removed] , onto a new surface pro. in that process I am being asked for an authenticator code, but none of our phones seem to have it.

Answer 1

Hi @cathy grogan,

Welcome to Microsoft Q&A forum. 

Thank you for sharing your issue. Based on your description, the reason you are being asked for an Authenticator code is because the business account you are trying to sign in with has Multi‑Factor Authentication (MFA) enabled. MFA is a security requirement that asks for a second verification method, usually the Microsoft Authenticator app.

Because the account is protected by MFA, the system expects a verification approval from the device where the Authenticator app was originally set up. If none of your phones currently have the app registered for this account, the system cannot complete the sign‑in, which is why you are stuck at the authentication prompt.

This typically occurs when:

• The original phone with the Authenticator app was lost, reset, or replaced
• The employee who set up the MFA is no longer available
• The account was added to a new device, but MFA backup methods were not configured
• The Authenticator app was removed or not transferred to the new phone

Since MFA is designed to prevent unauthorized access, Microsoft cannot bypass MFA from the device login screen.

To regain access, the Global admin for your organization must reset MFA for your account. After the reset, you will be able to sign in and set up the Authenticator app again on the new device.

 

1/ Contact another Global Admin

Please check whether there are any other Global Administrators or IT admins in your organization who can assist with resetting MFA for your account. You can share the steps from the article Manage user authentication methods for Microsoft Entra multifactor authentication, which will guide them through resetting your MFA settings and helping you regain access. 

2/ If your organization originally set up MFA using a phone number

If the account was configured to receive verification codes via text message or phone call, the system will only send the code to the exact phone number that was registered. If you are using a different number now or no longer have access to the original phone, you will not receive the code.

 

3/ If MFA was set up using the Microsoft Authenticator app

When an account is registered with the Authenticator app on a specific device (such as your old phone):

• Only that original device will receive verification prompts or codes.
• A new device (like your new Surface Pro or a new phone) cannot receive codes until MFA is reset and re‑registered.

This is the most common reason users cannot receive verification codes when setting up a new device.

4/ If MFA was never set up on any device

If the Microsoft Authenticator app has not been installed or configured before, you can set it up using the guides below:

To add your accounts to Microsoft Authenticator: How to add your accounts to Microsoft Authenticator - Microsoft Support 

To sign in using Microsoft Authenticator: Sign in using Microsoft Authenticator.

 

5/ If your organization isn’t able to complete the steps above

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)   

You can also contact Microsoft’s Global Customer Service by phone and request an authentication method reset. You can find the phone numbers here: Customer service phone numbers - Microsoft Support. When calling, ask to speak directly with an agent and provide them with all relevant details. They will connect you with the appropriate team to help resolve the issue as quickly as possible.

 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:        

In some countries, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

IVR: What kind of product do you use?        

You: Office 365 for business.        

IVR confirmation: education or company account?        

You: For companies        

IVR: Are you an administrator?        

You: Yes.        

IVR: Do you have another administrator in your organization?        

You: No.        

IVR: Do you need a... Service request?      

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.   

 

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.        

 

Just to clarify, moderators do not have the ability to view or change user account information, so we cannot help with login issues, password resets, or modifying access rights. Even though we cannot access the internal tools required for account‑specific fixes, we are here to support you in every way we can within our scope. 

 

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn  

    

I hope this helps you add business account to your new device quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

As other users will also search for information in this community, your vote can significantly help those with similar inquiries quickly locate the most relevant resources. 

Thank you for your kindness and for contributing to the forum.   

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Answer 2

To regain access to your business account without the Microsoft Authenticator app, you can follow these steps:

1. Alternative Sign-in Method: Check if there are any alternative sign-in methods available, such as SMS or email verification. If you have set up these methods previously, you might be able to use them to log in.
2. Contact Your Administrator: If you are part of an organization, reach out to your IT administrator for assistance. They can reset your Multi-Factor Authentication (MFA) settings, allowing you to set up the Authenticator app again. They can do this through the Microsoft Entra Admin Center by requiring you to re-register for MFA.
3. Contact Microsoft Support: If you are the only administrator and cannot access your account, you will need to contact Microsoft Data Protection Support. You can call their customer service hotline and explain your situation. Be prepared to verify your identity and provide details about your account.
4. Create a Temporary Account: If you cannot reach support, consider creating a new trial tenant. This will allow you to submit a support ticket on behalf of your locked account. However, this is a temporary solution and will not give you access to your original account's data.

These steps should help you regain access to your business account on your new Surface Pro.

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References:

• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A